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IT service management taking off in multisourcing world

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The level of interest and uptake of IT Service Management (ITSM) best practice frameworks is being driven by the requirement for IT to better manage the quality and reliability of IT in business and a slew of regulatory demands. More importantly, it’s been spurred by the changing sourcing environment and associated contractual requirements.

That’s according to Dimension Data’s research  of 370 CIOs from 14 countries across five continents.
Derek Wilcocks, Executive Director of Strategy at Dimension Data says the study of CIOs’ service provision preferences confirms this shift in sourcing strategies. “Our survey indicates a widespread desire to reduce reliance on internal IT management.  Instead, CIOs seem to be in favour of diversification of sourcing and management modes. A more inclusive approach to sourcing combines the traditional mode of internal management with fully managed solutions and partially managed solutions.”
What’s more, the survey reveals that around one-fifth of organisations would like to abandon internal management of ICT areas and that in certain areas, such as IT service continuity and IT change management, enterprises are ready to cede absolute control and rely primarily on partially managed or even fully managed solutions.
Wilcocks says while using a best-of-breed approach to sourcing IT has its advantages, this terrain brings with it a unique set of challenges and enterprises need to arm themselves with new tools and skills to effectively manage the increased volume and complexity of relationships between the various parties involved in multisourced deals.
That’s where ITSM can help.  According to Wilcocks, more organisations are adopting ITSM and engaging with the associated best practice frameworks as they recognise the potential ITSM has to promote a service-oriented approach to managing IT. This also assists them to manage supplier relations in a Multisourced environment.
“There are several frameworks and best practices that strive to provide a common language and drive quality and efficiency, and they’re being successfully implemented by increasing numbers of companies wanting to implement high-quality IT services,” he explains.
For example, over two-thirds of CIOs surveyed reported engaging with ITIL and this framework garners a significantly higher average score in the assessment of its scope, clarity, relevance and applicability.
“And because it brings discipline and a structured approach to IT Service Delivery, ITIL is an ideal tool for companies wanting to improve outsourcing relationships.  In fact, it lends itself well to Multisourced procurement models,” adds Wilcocks.
According to Wilcocks “the key element to a supplier-client relationship is defining what is delivered and at what level”.
“The ITIL-based service catalogue caters for this extremely effectively. It provides definition, and facilitates clarification of mutual expectations and responsibilities upfront.  This in turn ensures conflicts don’t arise at a later stage.”